I had booked flight with *** through Expedia ( Itinerary # *** ). The flight was for May 12 – May 19 2020 and was cancelled by ***. As per Expedia’s request, I contacted them 72 hrs prior to the scheduled departure date (May 9/10th timeframe) to request refund. Expedia representative told me that they put in the request to ***. I called back on May 31st and was told *** had sent a form that needed to be filled out as they had a different process in place now. They tried filling the form and told me they were having difficulty doing so. After multiple calls, Expedia finally confirmed they were able to submit the form on June14th and that I should expect the refund within a week or so. I called back on June 27th to be first told, *** has a new process and a form needs to be filled out. On reminding them that all of that was done and I got a confirmation on June 14th for the same, they then started checking again and came up with another lie that the last step in the process was approved on June 20th and I should expect the refund in the next day or two but need to confirm with a supervisor. After a long hold, Expedia representative then came back and said *** had approved on June 3rd. So, I asked what is the truth and what is the right date June3rd or June 20th? It was clear they were going on lying and giving more lies to cover up their previous lies. I asked to speak to the supervisor myself. Supervisor told me Expedia has requested from *** on June 14th and are still waiting for *** to confirm. After *** confirms, it will take 8-10 weeks for the refund to come in. That was the last straw, I have no faith in Expedia anymore They have been giving me lies for the last 2 months. This, when I am an Expedia elite member. I have been a customer for so long and this is how they treat their loyal customers???? Extremely disappointed in them. I need them to resolve this quickly and get me my refund.
Expedia.com Response
• Aug 05, 2020
August 5, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***)
would like a
refund. We understand Ms. would like a full refund.
Our records indicate on February 15, 2020, Ms. or an authorized user of the
Expedia account, self-booked three round trip flight on *** departing May 12, 2020 from Newark, NJ to Athens, Greece returning on May 19, 2020 along with the Flight
Protection Plan via ***.
We can confirm on May 28,
2020, Expedia sent email to ***
requesting a refund for the cancelled flights.
*** replied two days later on May 31, 2020 and asked that we submit
the refund request on a form that was included in the email.
From June 12, 2020 through
June 29, 2020, the customer called in and inquired on numerous occasions on the
status of the refund. Our
representatives advised and at times resent to the information to ***.
After
further review on August 5, 2020, Expedia reviewed the details of the
reservation. Expedia verified the ***
record shows three refunds for $607.55 have been processed to *** card ending
***. Since *** processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the
entity that received the funds and the company that charged the credit card) on
this itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I'm writing this complaint on behalf of our family of 4 including myself - ***, my husband - Son *** and our children -*** and ***. My husband purchased airline tickets through Expedia.com for our travel during the month of May and Jun. Japan Airline cancelled our trips due to COVID-19 in April.
I contacted Expedia.com for refunds via portal customer service on May 9, 2020. The agent said he processed and gave us 2 reference numbers for our 2 itineraries. He also advised us to wait 8 weeks to see money back to our account.
On 6/12/20, we got emails saying we got airline credits on both of our itineraries while I previously contacted them that we wanted refund.
On 6/27/2020, I called customer service. My first question was to check on refund status. The Agent told me to continue to wait because it would take from 8 to 10 weeks. My second question was why we got email saying airline credits are issued to us while I contacted them and I wanted the refund. Agent put me on hold again. She came back and said there was an error with previous request and she submitted another refund request and suggested it would take another 8 weeks for us to see our refunds. I asked her if she can do it in one weeks since this is their mistake? Her response was No. The process is 8 – 10 weeks. She also said that we should get an email from Expedia regarding this in 24-48 hours. It has been more than 48 hours, we still haven’t got any email confirming the refund status. It seems every time people call, they add another 8 weeks.
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (***) regarding a refund request.
Expedia has reviewed the customer’s concerns and we have found that the customer was emailed on July 9, 2020. The customer was advised that the refund comes directly from the airline, not Expedia. Because of this the airlines have a process which may take several weeks for a refund to show on the customer’s account. The airline may take up to 8 weeks from the date they submit the customers refund as this goes through *** (***.). Below we have attached The Terms and Conditions found on our website. These are provided upon booking on our site.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. We suggest that Mrs. check her account in the following weeks. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a family trip for late March early April, my flight was changed due to Covid-19 and travel to Mexico had been limited to "essential travel only" I attempted to contact Expedia MULTIPLE TIMES BEFORE MY TRIP to change the dates of my travel or just postpone in general until it was ok to travel again. As you can imagine it was impossible to get through to someone. I waited for long hours sometimes 4 hours at a time all to then just get disconnected. When I was finally able to get through to someone they stated in order to refund me for the resort they needed approval from them first according to Expedia they tried multiple times to contact them but have not heard back. One day after hearing this once again I decided to contact the resort myself. I was able to get a hold of someone with no problem and the young lady I spoke to asked me if Expedia had given me the option to change the dates of my trip as the resort was closed and they were extending this to all of their customers, I informed her I definitely had not been told that. She did let me know we needed to go through Expedia to even do that since I did book through them. When I went back to Expedia with this information they completely denied it and kept stating they cannot get in contact with the resort. I am at wits end and I don't know what else to do at this point. I talk to representatives through their chat and I get the run arounds or I get transferred. Never have I had such a horrible experience with them.
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On February 27, 2020, the customer self-booked a package reservation which included a hotel booking. Ms. was able to get in contact with Expedia after the date of the reservation due to a high volume of calls. When the customer reached Expedia, an agent attempted to reach the hotel. However, there was no answer at the hotel and no approval of a refund was able to be obtained. Ms. is requesting a refund for the amount paid for the hotel, a total of $997.67.
After reviewing Ms. case I myself contacted the hotel at the phone number provided to us and also at a phone number found online. The hotel did not answer and thus we were once again unable to obtain a refund authorization from the vendor.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to refund the customer without authorization provided by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
The hotel has not authorized a refund. If the customer has been able to reach the hotel we suggest Ms. contacts Expedia by phone so we may promptly attempt to reach them directly.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
I bought a ticket to Rochester NY and had to get 2 one way flights on 2 different airlines. The cost was incredibly high but there were no other choices for that timeframe on Expedia so I booked it. Just prior to my flight date of June 30, 2020, Government Cuomo mandated all travelers coming to NY from AZ would be required to quarantine for 2 weeks. I could not do that length of time so I cancelled using Expedia's no change fee policy. My credit card company paid *** airlines and *** airlines directly and Expedia got a certain amount for being a travel agent. Now I am trying to book a flight to NY for October and Expedia is saying I have to book 2 one ways again (at a much cheaper cost this time) and the $700 difference in price will be lost. They said it is the airlines policy and not Expedia. I know this to not be true because my ex husband went through the airlines directly and was able to cancel and rebook another flight later and the difference in price ($600) will be on his account until 2021. Expedia is taking advantage of a pandemic and blaming airlines so they can keep over $700 for themselves. If this is not criminal it is in extreme poor taste.
Expedia.com Response
• Aug 05, 2020
August 5, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show Ms. self-booked a flight reservation on June 7, 2020. The flight was booked via itinerary number ***. We understand from the complaint that Ms. called Expedia and was told the airline will only provide flight credit. Ms. is now requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. Ms. was emailed this information on July 23, 2020. At that time Ms. replied and mentioned she had multiple complaints, disputes and had signed up for a legal class action lawsuit. At this time Ms. still has a flight credit for the ticket purchased. Once again we remind Ms. that Expedia nor the airline will provide a refund for the ticket purchased.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because:
I was told that Expedia gets to keep the difference in price for my future flight in October 2020 and that amounted to over $600.00. My issue was not that I did not accept the credit because I did. When I went to use my credit I was told that the difference in cost would be forfeited and that it was the airlines policy which is FALSE! My credit card paid *** Airlines and *** and NOT Expedia so this money should not to be held at Expedia. It should be dealt with by the airlines. That is why I put in a dispute with my credit card company. You should be ashamed of yourself for thinking this is your money. Check out the Facebook page EXPEDIA VICTIMS. There are thousands of your customers who are being kept from their money and being told that a refund is in the process and 8-12 weeks later still waiting for those refunds. You are a crook!
I had to cancel my trip to Mexico in May due to covid and a travel ban in IL. I cancelled due to the pandemic. Expedia refunded the hotel but we only got a credit for air. I thought I could book myself and am looking to fly out tomorrow. Yesterday I called and had to speak to 3 different people at Expedia to book. Each one taking the same info. The 2nd person confirmed the $149 price and my voucher was for about $500. He transferred me to someone who never confirmed the price but noted the remaining credit amount. I did not pull out a calculator to confirm. Once I got an email and checked the #s I told him it didn’t look right. He started to yell at me and say I should have verified when he told me the remaining credit (when you book you should give the cost!) and I told him I didn’t calc then but it’s wrong. He yelled and said he would have to do the whole thing over and instead of helping me after 60 mins of wait time, he just hung up on me. They confirmed a callback incase of hangouts but I got nothing. I had to call again and spend about 30-45 mins realizing he charged me $80-110 over any advertised price. I had the next last cancel as I was very upset. Then I tried calling *** to help but they said I had to go through Expedia only. I called again today and chose the callback option. I asked the rep to connect me to a supervisor because only they can book us. She took my callback number incase I got disconnected. When she finally got a supervisor and transferred, she instead hung up. I of course got no call back. I had to call again and now there’s a 1.5 hour wait. They are basically refusing to help, hanging up, not calling back, making sure he rebooking process a nightmare when covid has already been a nightmare. I am booking for tomorrow but how is this possible when I have to wait hours for a call after continuously being hung up on? Please help.
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on January 15, 2020, Ms. self-booked a flight reservation. The flight was booked via itinerary number ***. We understand from the complaint that Ms. called Expedia and was told the airline will only provide flight credit. Ms. is requesting a refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. At this time Ms. still has a flight credit for each of the tickets purchased. We remind Ms. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel Anderson
Customer Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because: I have had many issues since submitting this request. I have reached out to exec teams of both Expedia and *** Airlines Becuase Expedia was price gouging. I called them to book a ticket that showed up as ~$180 on *** and Expedia.com. When I booked with them on the phone they gouged the price to $290 and I explained it was listed cheaper on both sites. The agent told me *** Airlines made them use a specific system for pricing. When I emailed *** CEO he immediately had a team member call me and they denied they made Expedia use a system. Furthermore, they told me Expedia only paid *** Airlines $150 for the $500 flight I paid for so they already made a huge profit. When I tried to use my credit (that I can only do through Expedia) they are price gouging again and making me pay a lot more. This is illegal and unlawful. Expedia has done nothing to help. I want a refund because it it impossible to use my credit fairly. I ended up buying my own tickets on *** Airlines for $300 last month after many failed calls and attempts eith was Expedia. The same flights would have close me $600 going through Expedia.
Expedia is taking advantage of customers and they are certainly not sorry about it. I didn’t fly to Mexico due to covid and having a lockdown in IL. I didn’t “choose” to not fly. What a horrible company, they deserve lawsuits so ya customers can get the money they are cheating us out of back.
Sincerely
Expedia.com Response
• Aug 14, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is once again responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
On Mr.’s rebuttal he has accused Expedia of price gouging and providing incorrect information. We understand Mr. is upset but we are unable to provide information regarding accusations.
At this time Ms. still has a flight credit for each of the tickets purchased. We remind Ms. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A
Customer Correspondence Team
Customer Response
• Aug 14, 2020
Complaint: ***
I am rejecting this response because: why are you unable to provide any information regarding the accusations? You are price gouging, rejecting to acknowledge or provide info on your misdoings. Why aren’t you owning up to the fact that you are price gouging the flights you rebook me on above the Expedia.com and *** listed sites? This is illegal. You don’t even have a good process for customers to use the credit. A customer has to speak to 3 different people taking over 1-2 hours. You guys are corporate thieves holding customers money hostage and severely price gouging.
I booked a trip at a hotel in Florida through Expedia. The hotel was closed due to covid at the time of my reservation. I have been looking for a voucher or refund since cancelling the reservation on March 19th. The hotel stated numerous times that Expedia has my refund, however Expedia states that it does not.
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on October 8, 2019 via Expedia Website for arrival on March 26, 2020 and departure on March 29, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 1,136.28 USD. The refund processed on our side on July 13, 2020. In the event the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I booked a 7 day trip through Expedia but because of an emergency, I had to cut my trip 2 days short. I contacted Expedia and was promised that there would be an adjustment and refund made. On 29 June 2020, I was notified through email that No adjustment nor refund would be made. Very upsetting from a what I thought was a upstanding company!!!!!!!
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Our records show on June 9, 2020, Mr. or an authorized Expedia account user self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Jacksonville, FL departing on June 19, 2020 and returning on June 25, 2020. The package included a car rental, collision insurance with a hotel stay at *** by *** Jacksonville Airport for a check in on June 19, 2020, and a check out on June 25, 2020, for a total of $1,335.44. We understand Mr. is seeking compensation for reducing his trip by two days, based on a change of plans. On June 21, 2020, Mr. contacted Expedia to alter his return flight to depart two days earlier. At no additional cost Expedia issued a return ticket departing on, June 23, 2020, however, we advised Mr. that a part of choosing to voluntarily change a flight there could be a payment collected. But we discovered that the ticket price was the same, although the fare is non-refundable for changes he selected. Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subjected to the rules and restrictions of those providers. Expedia does not own or operate *** Airlines and we cannot provide a refund unless approved by that airline for changing Mr. flight and we must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr. Harris, prior to him agreeing to book the package reservation:*** Airlines Policy: Tickets are nonrefundable and charge a fee for changes to the itinerary. *** by *** Jacksonville Airport: Cancellations or changes made after 3:00 AM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.*** Car Rental: No refunds or credits for unused rental days.Collision Damage Plan: Becomes non-refundable at the beginning of the tripMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Between June 24, 2020 to June 28, 2020, Mr. contacted Expedia to request a refund for voluntarily changing his hotel and car rental dates. We then advocated on Mr. behalf by contacting both the *** by *** and *** Rental to request a refund based on their non-refundable restrictions. The *** by *** and *** Rental denied our refund requests citing their individual booking policies. Therefore, we were unable to obtain the exceptions needed to process the refunds for either accommodation. On August 5, 2020, Expedia issued a $100.00 hotel voucher to Mr. Expedia account. The voucher will expire on September 30, 2021. Kindly visit Expedia’s website to review the terms and conditions associated with the coupon. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. Due to the information provided above Expedia is unable to honor Mr. refund request.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Unjustified charged from Expedia for a trip that was canceled during the pandemic of C19. I received an email stating I was refunded in April 2020 from a trip in March 2020 only for Expedia to unauthorized charge my credit card in June 2020. I have to go through the channels of disputing the charges. I have all my supporting documents; screen shots, emails, phone records. I shouldn't have to go through this therefore, I'm reporting it the Revdex.com, social media outlets etc Expedia is a straight scam. I was credit for flight and hotel so where is the other $1398. Fraudulent charges that is all and I will fight to the end.
Expedia is trying to violate the policy of *** by giving refund for flights with a redemption of 8 months instead adhering the *** policy of 1 to 2 year voucher.Im trying to get a full refund or a voucher that is redeemable for the allocated time *** has in there policy that Expedia policy has to abide by
Expedia.com Response
• Aug 05, 2020
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from *** .On
February 12, 2020 the customer purchased a package with six nights at the *** Hotel *** Resort, for check in on July 15, 2020, with roundtrip *** flights and vacation waiver via itinerary ***.The
canceled the package and received a refund of the hotel room. The flights were
nonrefundable. Under normal policies and circumstances, flight credits with *** can be reissued within one year of the original purchase date. This
information was provided and agreed to by the customer at the time of booking. In
this case the purchase date was February 12, 2020. Expedia has no control over vendor
terms and conditions, including validity dates.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because: Where am I going to travel within 1 year that doesnt have COVID 19 cases and thats safe to for and with pre teen children that don't risk there life. Also if they are infected with covid due to being forced to travel will the airline take full responsibility and liability for the health of myself and my family being that theres no temperature tests or medical clearance needed to board and depart from New York/Miami and other airports around the united states.Theres jobs being sued right now over having a lack of safety measures to protect employees and clients.
Sincerely
I am unable to get a refund after re-booking the same exact trip on Expedia's website. The wedding I was going to attend was rescheduled due to the Covid-19 shutdown and stay at home orders in the state of Florida. I was forced to cancel my complete trip online due to unable to reach a live agent via phone numerous times for extended hold times exceeding four hours at a time. The only option I had was to cancel my trip online the day prior to my scheduled trip. Now I can only get a travel waiver that is unacceptable to use. Neither the airline nor Expedia is taking into consideration that I paid the price in duplicate. Expedia has failed to provide good customer service to satisfy a long-abiding customer. They are not willing to make amends. After three hours on hold, I was told by a supervisor that I was to blame for cancelling the order. This is not acceptable customer service. Expedia has not reached a viable solution with me and fails to accept blame for not allowing customers the opportunity to change the itinerary versus cancelling which was the only and sole option online. This is poor customer service both online and via telephone. I have wasted hours and days of my personal time trying to get my refund.
Expedia.com Response
• Aug 05, 2020
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package *** by *** Iselin / Woodbridge for five
nights with check in April 1, 2020, roundtrip flights, a car and vacation
coverage.The package
was canceled. The hotel and car were cancelled. The flights were nonrefundable,
but the tickets may be reissued towards a new flight purchase with *** during the validity of the tickets.Hold times
might be longer than normal as many travelers are seeking assistance due to the
unprecedented situation with the global pandemic. Agents are available 24 ours
per day and hold times are lighter during off peak hours. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I booked a summer trip (6/22/20-6/29/20) for my family to Cancun in late January of this year. However, due to COVID19 pandemic, all of my flights were canceled. Expedia initially offered me flight credits for the trip. I explained to them the flights were canceled by *** and *** airlines, not me. Therefore, they should offer me a full refund since they changed the products/services that I purchased for. After several calls, they agreed to refund the departure portion of the trip with ***. At least, that's what they promised and I am waiting to see the credit card statement. However, they won't refund the portion with *** even though my flight was canceled. *** website even states that they suspended all international travel out of Mexico for now. I do not want flight credits with so many restrictions. I am exhausted to keep calling and waiting on the phones for customer service. Please help me to get the remaining refund.
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.com Alaska, Oregon & Western
Washington Complaint Department Re: Expedia Case #*** Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the
consumer complaint from Mr. *** (Revdex.com case number ***) regarding his
flight reservation and refund request for the return portion of his trip with
*** Airlines. We understand the customer is requesting a refund with *** Airlines in the amount of $873.48.Our records indicate the on
February 1, 2020, the customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary ***.
The booking included combined one way fares with *** Airlines from Los
Angeles, CA, to Cancun Quintana Roo, Mexico departing on June 22, 2020, and
returning on June 29, 2020 on *** Airlines.Upon review, on March 13, 2020,
the customer, or an authorized user of the account, sent over a request to cancel the flights via our website. On April 28,
2020, we sent the customer an email advising Mr. *** to contact *** Airlines directly as we were not authorized to cancel the flights. After
further review, on June 28, 2020 two different emails were sent to Mr.
*** advising him of the *** Airlines refund and *** Airlines travel
credit policy information.Today,
August 4, 2020, I have sent an email to *** Airlines requesting a refund
in the amount of $873.48 for all three passengers. We are submitting a refund
request and will wait for *** Airlines to reply to our request. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. We hope you understand we must follow the
terms and conditions as dictated by the vendors. Additionally, at the time of
booking Mr. *** accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for
the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Affiliates have no liability and will make no refund
in the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Karla *** Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because:
We actually contacted *** previously and were told to contact Expedia because it was booked through Expedia. The flights were cancelled and according to Department of Transporstation website, we're entitled to a full refund. I am awaiting to see Expedia will refund us the full amount. Thank you.
Sincerely
Expedia.com Response
• Aug 05, 2020
August 5, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response offered. We have reviewed the documentation Mr. *** provided to further address her concerns. Today, August 5, 2020, I called Mr. *** and I have explained to him that an email was sent to *** Airlines to request his refund. This is the only option available to request his refund.
I have advised Mr. *** that I will follow up with him once I receive a response from *** Airlines. Mr. *** has agreed to this follow-up. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Karla *** Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a trip to Miami from March 31st to April 2nd through expedia. The trip and hotel was canceled due to COVID19. I received 2 emails from expedia stating I’ll be getting a full refund with in 30 days. I received the first one on March 23rd and the second one on March 30th. It’s been 3 months. I have not received a refund. I have spoken with Expedia on numerous occasions. I have been told that I would be getting this situated and that I should be getting a refund. My complaint to Expedia has been passed around to several other teams within the company. I have yet to have a solution.I would really like a full refund that I was told I would have.
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $787.20.Our records indicate the on February 16, 2020, the customer, or an authorized user of the Expedia account, self-booked a package including a round trip and hotel on Expedia's website, under itinerary *** from New York, NY, United States to Miami, FL, United States departing March 31, 2020 returning April 02, 2020 on *** Airlines for three passengers staying at *** Hotel for 2 nights.Upon review, on May 05, 2020, the customer called in to check on refund, she stated that received an email advising that she would receive a refund based on the *** Hotel being closed due to COVID-19. Upon further review, between May 05, 2020 and July 09, 2020, we have attempted to get approval from the *** Hotel to refund the customer and there has not been any replies from the hotel. Today, August 5, 2020, I reviewed the case details and information provided by the customer. I have confirmed with *** from *** Airlines and he advised that the tickets have been refunded as of April 01, 2020. I confirmed this information because the amount that was indicated by the customer of $787.20 was for the flight portion of the trip. I have been in contact with *** and I have processed a refund for the hotel portion in the amount of $580.39. This issue has been resolved.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla H Corporate Correspondence Team
Customer Response
• Aug 12, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked travel thru Expedia.com and had to cancel my flights due our cruise being cancelled. I booked flights to travel in August 2020. The airlines had already changed their policies stating the flights could be cancelled with penalties. I was told by the representative that I my $50 travel insurance was non refundable which I dont understand why I'm not traveling and you havent provided a service.I looked on all the documents I received upon booking and none indicate this policy if non refundable travel insurance if you cancel travel.
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her travel insurance. We understand the customer is requesting a refund for Travel Protection Flight Protection Plan .
Our records indicate the March 6, 2020 - The customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included A Combined One Way Fare with Delta from New York, NY, to San Juan, Puerto Rico, departing on August 28, 2020, A Combined One Way Fare with *** Airways from San Juan, Puerto Rico, to New York, NY, departing on September 6, 2020 and Travel Protection Flight Protection Plan.
Upon review, on June 23, 2020 Ms. cancelled the outbound flight via the website. On June 27, 2020 Ms. called Expedia to cancel the return flight with future travel credit.
Upon further review, on June 27, 2020 Ms. cancelled the travel insurance via the website.
At the time of cancellation Ms. was advised “You will not receive a refund if you cancel now. Refunds are only issued if you cancel within 15 days of booking.” Ms. agreed to cancellation of travel insurance.
Please be advised there are no recorded attempts from Ms. to contact about travel insurance cancellation, and based on the Travel Protection Flight Protection Plan, we are unable to honor the customer’s request for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
In February this year I purchased a round-trip plane ticket ($420.60) through Expedia to travel from Vienna, Austria to Bergen, Norway in June 2020 (ticket # ***). The airline (*** Airlines) cancelled this flight. In fact, I received an email from Expedia to this effect on May 30th which is more than 3 weeks before the flight was supposed to take place (June 23rd). The email informed me that I should expect to receive either refund or credit. I contacted Expedia on June 19th and received a call back from an agent. When the agent mentioned that I might receive a credit to be used till the end of this year, I explained to him that I am in a high-risk group and I certainly won't be able to travel abroad this year. Moreover, I may not be able to travel next year because the cancelled flight was supposed to be part of a longer trip which I won't be able to do until the COVID-19 situation is completely resolved. Therefore, I requested a refund. The conversation was conducted in a civilized manner and I thought that the agent was trying to be helpful. He promised to send me an email the same day confirming our conversation, however it has been ten days since then and I haven't received any communications from Expedia.
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $420.60 from *** Airlines.Our records indicate the on February 12, 2020, the customer, or an authorized user of the Expedia account, self-booked a round trip fare on Expedia's website, under itinerary *** from Vienna, Austria to Bergen, Norway departing June 23, 2020 returning June 30, 2020 on *** Airlines for one passengerUpon review, on May 28, 2020, there was an airline schedule change initiated by *** Airlines, which caused the customers flights to be cancelled. Upon further review, on June 07, 2020, we reached out to *** Airlines via email and asked for assistance with alternate flight options as we were not able to find any available flights for the customer. *** Airlines replied to our email on June 08, 2020 with different options or the option to request a refund. August 5, 2020, I reviewed the case details and information provided by the customer. Please be advised that based on the email reply that we received from *** Airlines on June 08, 2020 I have submitted a refund request in the amount of $420.60. This refund may take longer than the normal timeframe of 6-8 weeks due to COVID-19 pandemic. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ellen Newton accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla H Corporate Correspondence TeamTell us why here...
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because:
The Expedia representative states that she submitted a refund application on June 8th. I have reasons to believe that it is not a truthful statement. First of all, when I spoke to Expedia agent on June 19th, there was no mention of a refund application submitted and instead he was trying to talk me into accepting an airline credit when/if such becomes available. Secondly, a friend of mine who booked the same flight directly from the airline already received a refund. Finally, two days ago after receiving the response from Expedia through Revdex.com, I got a separate email from Expedia informing me that they processed a refund application on that day and I have to wait for 6-8 weeks until I actually receive my money back. My impression is that the application for a refund was submitted only as a result of my complaint to Revdex.com.
I am willing to update my response when I see that my credit card was indeed credited with the refund amount. However, I have to say that the Expedia customer service was extremely disappointing even if I cut them some slack for the pandemic-related difficulties.
I did not authorize a trip booking/credit card charge and was hung up by a customer service agent after asking to speak to a supervisor.
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ) regarding a charge for a flight exchange. We understand the customer is requesting a refund in the amount of $154.20.
Our records indicate that on December 15, 2019, the customer, or an authorized user of the Expedia account, self-booked a trip using combined one way fares for two travelers on Expedia's website, under itinerary 7503602094926. The booking included a flight with *** Airlines for April 12, 2020 from ILM Wilmington, NC, *** States to BUF New York, NY, *** States and returning on *** Airlines on April 15, 2020 from BUF New York, NY, *** States to ILM Wilmington, NC, *** States.
Upon review, on March 31, 2020, the customer, used the online request to cancel the booking to receive travel credit for each airline due to COVID-19 pandemic. Mrs. *** received travel credits for *** Airlines in the amount of $138.99 per traveler and for *** Airlines $100.50 per traveler.
Upon further review, on June 18, 2020, Mrs. *** contacted Expedia to request new flights using the airline credit. We have reviewed the information and the exchange was noted that the customer was advised of the additional fee of $77.10 per traveler. The *** Airlines travel credit were used for this exchange per Mrs. ***’s request.
On July 30, 2020 the reservation was noted that Mrs. *** filed a dispute with her credit card company. The ticket has been changed to NOGO by *** Airlines. Please be advised that we are not able to process any refunds. Please be advised that based on the dispute that the customer submitted with her credit card company we cannot process any refunds. Also, based on the call recording review this would not be considered an error as the customer was aware of the $77.10 per passenger fee for the requested flights.
We understand that Mrs. ***’s issue has been resolved. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
Customer Response
• Aug 13, 2020
Complaint: ***
I am rejecting this response because: Expedia is not providing the full story with this refund request. My original flight booked with Expedia for July 2nd and returning July 7th was canceled with no notice to me. I called on June 18th to find an alternative flight. I spoke to a Expedia agent that was in process of booking *** Airlines flights with my credit card information however after leaving me on hold for over 30 min I told the agent not to book the flight and transfer me to a supervisor. The Expedia agent hung up the phone on me and I was unaware that a flight had been booked. I never received an email or itinerary on my Expedia account with any flight information. I called Expedia later again on June 18th to again find a flight to complete my July 2nd to July 7th flight. The second agent advised me to call *** Airlines directly to book an alternate flight which I did and booked a flight directly with *** Airlines. Shortly after the state of New York did not allow visitors to come into the state from North Carolina so I had to cancel my flight due to COVID-19 restrictions. I canceled the flight that I booked myself. I noticed a charge on my *** Express account for 2 charges of $77.10 that I did not authorize from Expedia and *** Airlines. I called Expedia to get that flight canceled that I did not book so at least the refund process could be started. I called *** Express and they have informed me they took back one of the charges of $77.10 from *** Airlines and *** Airlines informed me that ticket refund is closed. Expedia did not address where my credits of 201.00 for *** Airlines are.
Sincerely
Expedia.com Response
• Aug 17, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not accept our response offered. We have reviewed the documentation Mrs. *** provided to further address her concerns.We kindly ask Mrs. *** to contact her financial institution for further assistance as we have been advised by documentation by *** Airlines that there has been a dispute filed by Mrs. ***. This is what was noted in her reservation on July 30, 2020: DO NOT REMOVE NOGO STATUS IN ORDER TO FLY PSGR MUST PURCHASE NEW TKT WITH A DIFFERENT FORM OF PAYMENT AND MATCHING PHOTO ID AT AIRPORT IF ANY ISSUES CCH MUST REACH OUT TO BANK FOR RESOLUTION. TRAVEL NOT ALLOWED ON THIS TICKET AS IT IS NO LONGER VALID.
Please be advised that Expedia will not and cannot provide any refunds. This is based on the documentation *** Airlines provided as mentioned above. There is no airline credit due to the dispute that was filed by Mrs. ***. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla ***Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because: I did not authorize Expedia to book these two flights with *** Airlines. I spoke to the Expedia agent which I did give my credit card information to and told the agent I did not want to proceed with booking and to transfer me to a supervisor. The Expedia agent hung up the phone on me and booked these flights used my credits of $201 without my authorization. I never received an email or information in My Trips in my Expedia that these flights existed. Expedia has made the case that since they had my credit card then they had authorization which is not true. All I saw were charges to my *** Express credit card which I filed disputes with because I did not authorize Expedia to book these flights. After learning about these flights I canceled them since I never requested them to begin with as well as begin the refund process and restore my airline credits. The Revdex.com should be given access to my full phone call which is over a hour long to review as a third party.
I had a flight/hotel bundle booked in March. They will not refund or credit me because of a no refund policy. Considering this package deal was booked before the coronavirus pandemic, this policy should have been waived. They are thieves and I will never book anything with them again.
Book a hotel and flight through Expedia for the *** hotel in Las Vegas for March 18 thru the 20th. Was able to get refund thru the airline on my own. Contacted *** hotel for refund and was told to contact Expedia. Tried to contact Expedia numerous times waiting unimaginably time on the line. No response from Expedia. On June 27th 2020 received a e-mail from Expedia stating that I would not receive a refund due to the time frame of Covid-19. The hotel was shut down due to Covid-19 not are fault and are requesting that Expedia return my full payment. This is theft. This company should not be allowed to do this to consumers.
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand the customer is requesting a refund for is hotel stay at *** Hotel and Casino.
Our records indicate the on February 14, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A Round Trip with *** Airlines from Chicago, IL, to Las Vegas, NV, departing on March 18, 2020 and returning March 20, 2020 and a non-refundable Room, Pyramid Room, at *** Hotel and Casino, for March 18-March 20, 2020.Upon review, on March 16, 2020 - The customer self-cancelled the flight portion of the booking for a full refund.
On May 14, 2020, Mr. contacted Expedia via phone and requested a refund for *** Hotel and Casino . Mr. states called the hotel and was advised to call us. Please be advised there are no recorded attempts from Mr. to contact us prior to May 14, 2020, and based on the hotel policy and customer did not qualify for a refund or a credit with hotel.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because:
I called the hotel and expedia, look under my name as I paid for and booked all with my credit card. You will find the records of phone calls by me to both. You can not tell me that the hotel closing 2-3 days PRIOR is not reason for a full refund. Where was I to stay? In the street? The whole town shut down...period! It is beyond comprehension that the ***/Expedia does not want to refund my money when the town of Las Vegas closed. This is not at all acceptable or good business. I feel as if you have stolen from me, paying for services I never received! I await your response.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I purchased a flight and trip insurance from Expedia.com in January for early July (#***). Due to COVID-19, The flight was cancelled and refunded by the airline. All hotel fees were refunded by the respective establishments. The trip effectively no longer exists. Expedia continues to charge me $268 for trip insurance. There is no trip to insure, all other fees were refunded by the involved companies, including the flight (as required for canceled flights). I have not received, and cannot possibly receive, any insurance service from Expedia for my $268.
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight insurance . We understand the customer is requesting a refund for the Travel Protection Flight Protection Plan.
Our records indicate the on January 31, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia's website, under itinerary ***. A Round Trip Fare with *** Airlines from Newark, NJ , Barcelona, Spain, departing on July 6, 2020 and returning July 14, 2020 and Travel Protection Flight Protection Plan.
Upon review, on April 25, 2020 the airline cancelled flight due to airline schedule change. On May 14, 2020 Mr. called Expedia and requested a refund due to the cancelled flight. Mr. was advised of full refund per airline COVID 19 policy.
Upon further review, on June 26, 2020 Mr. called in requesting a refund for flight insurance. Mr. was advised per policy refund is only applicable within 15 days of purchase. Mr. was not happy with resolution requested to speak with supervisor. Mr. spoke with supervisor and was also advised no refund.
Please be advised based on the policy of the travel insurance, we are unable to honor the customer’s request for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***I am rejecting this response because:Expedia continues to treat this as a return, quoting their 15 day policy. This is wrong. I reserved and paid for my trip in advance but these transactions were never completed because covid forced all parties to abandon the transaction. Vendor agreements do not absolve Expedia of the need to return people's money if the services Expedia charged for are not provided. Nor does my clicking agree to a return policy mean they can charge me insurance on a trip that was not purchased.Sincerely
I still have yet to receive a response from Expedia. I am including a timeline of events that has occurred. I have booked 4 trips through Expedia in the last few months and can promise this was my last. I am appalled at the lack of communication and customer service I have received from Expedia.
On June 4, 2020, I received an email from *** Airlines stating my booking was cancelled due to COVID. I was skeptical of the email, because it appears to come from a personal email address, rather than the Airline, and has several spacing issues, as well as grammatical errors. I had also not heard anything from Expedia, which is typical of their services. Expedia has always notified me via text and email of any updates or cancellations to my trips.
I reached out to Expedia via their virtual chat function, asking if my flight was cancelled because I had not received any communication from Expedia to indicate that it was cancelled. The agent acknowledged that it was in fact cancelled, but that in regards to rebooking, he would need to assign this to the offline team and they'll follow up within 48 hours.
On June 5th at 3:15pm, I received an email from the Customer Service Tier 2 team stating they were still working with the airline to confirm details, but would keep me posted when they receive details. I responded to the email stating that I was interested in rebooking, not cancelling. In response to that email, I received a response that was again stating there was a delay due to unprecedented call volumes and bulk emails, and said they would be in touch soon.
After waiting 10 days to receive a response - and STILL not being notified by Expedia that my flight has been cancelled or changed, I reached back out via the chat feature. At this point, I was extremely frustrated by the lack of communication. I understand delays might occur because of the unprecedented times we are in, but it is absolutely ridiculous that I still have yet to hear from Expedia that my flight is cancelled. I asked for a refund due to the lack of communication and customer support I had received up to this point, and cited Expedia's policy on notifying customers of flight cancellations/delays. After going back and forth with the agent who was insistent that I could only receive a credit from the airline (NOT Expedia - which doesn't make any sense because I paid Expedia, NOT the airline), I requested to be called by a Supervisor. The agent warned me that it could take a few hours. I waited all day and never received a call.
I waited a few days to see if I would receive a call, but never heard from anyone. On June 18th, I called Expeida. After a two hour hold time, I spoke to an agent at 5:!5pm. I immediately asked to speak to a supervisor, and the agent confirmed a call back number in case we got disconnected. After waiting on hold again, and then speaking to a supervisor for an hour - who was rude and basically told me he wasn't going to refund me and then put me on hold for over 20 minutes - the call was disconnected. I never received a call back, even though they confirmed a call back number when I first got on the line AND my phone number is on my Expedia account.
Like I stated previously, I am appalled at the lack of Customer Service received by Expedia and expect a full refund for all legs of this trip booked through Expedia. This trip alone has cost over $3,500 and I will accept nothing other than a full and complete refund immediately.
Expedia.com Response
• Aug 05, 2020
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airlines S.A.
Our records indicate the on April 25, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A Combined One Way Fare with *** Airlines S.A. from Boston, MA, to Angra do Heroismo, Portugal, departing on September 5, 2020. Also a Combined One Way Fare with *** Airlines S.A. from Angra do Heroismo, Portugal, to Boston, MA, departing on September 12, 2020.
Also on April 25, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia's website, under itinerary ***. A round trip fare with *** airlines from Charleston, SC, to Boston, MA, departing on September 4, 2020 and returning on September 13, 2020.
Also on May 24, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for one passengers on Expedia's website, under itinerary ***. A round trip fare with *** Airlines from Greensboro, NC, to Boston, MA, departing on September 4, 2020 and returning on September 13, 2020.
Upon review, on June 5, 2020 Ms. contact Expedia via chat and wanted to check flight status as customer wanted to know the options to change or cancel flight. The agent advised customer that outbound flight had an airline schedule change and since flight was outside of policy would send an email to airline. On June 11, 2020 we received 3 emails from airline with flight options as well as credit voucher information.
Upon further review, on June 15, 2020 Ms. contacted Expedia via chat wanting a refund for flight, agent checked and confirmed the airline was only providing credit. Ms. was not happy with resolution and requested to speak with a supervisor. Chat was lost due to internet connectivity. On June 18, 2020 Ms. contacted Expedia and requested a supervisor to follow up. Ms. requested to cancel flight with full refund. On June 27, 2020 Ms. sent in an email advising no follow up received.
On July 5, 2020- There was an Airline schedule change on itinerary ***. On July 6, 2020- There was another Airline schedule change on itinerary ***. Also on August 2, 2020- There was another Airline schedule change on itinerary ***. On August 3, 2020 flights were cancelled on itinerary ***.
On July 26, 2020 an email was sent to Ms. to advise that *** AIRLINES has made a schedule change to your upcoming trip, and your original flight option is no longer available. Ms. was provided with two options: Cancel with airline credit or look for alternate flights. On July 26, 2020 Ms. replied to email requesting cancel all flights. Also need to cancel flight to Boston.
On August 2, 2020- Ms. *** flights itinerary *** were cancelled are tickets are in refund status. Refund is issued back to the original form of payment and can take up to 8 weeks.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund with *** Airlines S.A..
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I had booked flight with *** through Expedia ( Itinerary # *** ). The flight was for May 12 – May 19 2020 and was cancelled by ***. As per Expedia’s request, I contacted them 72 hrs prior to the scheduled departure date (May 9/10th timeframe) to request refund. Expedia representative told me that they put in the request to ***. I called back on May 31st and was told *** had sent a form that needed to be filled out as they had a different process in place now. They tried filling the form and told me they were having difficulty doing so. After multiple calls, Expedia finally confirmed they were able to submit the form on June14th and that I should expect the refund within a week or so. I called back on June 27th to be first told, *** has a new process and a form needs to be filled out. On reminding them that all of that was done and I got a confirmation on June 14th for the same, they then started checking again and came up with another lie that the last step in the process was approved on June 20th and I should expect the refund in the next day or two but need to confirm with a supervisor. After a long hold, Expedia representative then came back and said *** had approved on June 3rd. So, I asked what is the truth and what is the right date June3rd or June 20th? It was clear they were going on lying and giving more lies to cover up their previous lies. I asked to speak to the supervisor myself. Supervisor told me Expedia has requested from *** on June 14th and are still waiting for *** to confirm. After *** confirms, it will take 8-10 weeks for the refund to come in. That was the last straw, I have no faith in Expedia anymore They have been giving me lies for the last 2 months. This, when I am an Expedia elite member. I have been a customer for so long and this is how they treat their loyal customers???? Extremely disappointed in them. I need them to resolve this quickly and get me my refund.
August 5, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***)
would like a
refund. We understand Ms. would like a full refund.
Our records indicate on February 15, 2020, Ms. or an authorized user of the
Expedia account, self-booked three round trip flight on *** departing May 12, 2020 from Newark, NJ to Athens, Greece returning on May 19, 2020 along with the Flight
Protection Plan via ***.
We can confirm on May 28,
2020, Expedia sent email to ***
requesting a refund for the cancelled flights.
*** replied two days later on May 31, 2020 and asked that we submit
the refund request on a form that was included in the email.
From June 12, 2020 through
June 29, 2020, the customer called in and inquired on numerous occasions on the
status of the refund. Our
representatives advised and at times resent to the information to ***.
After
further review on August 5, 2020, Expedia reviewed the details of the
reservation. Expedia verified the ***
record shows three refunds for $607.55 have been processed to *** card ending
***. Since *** processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the
entity that received the funds and the company that charged the credit card) on
this itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
I'm writing this complaint on behalf of our family of 4 including myself - ***, my husband - Son *** and our children -*** and ***. My husband purchased airline tickets through Expedia.com for our travel during the month of May and Jun. Japan Airline cancelled our trips due to COVID-19 in April.
I contacted Expedia.com for refunds via portal customer service on May 9, 2020. The agent said he processed and gave us 2 reference numbers for our 2 itineraries. He also advised us to wait 8 weeks to see money back to our account.
On 6/12/20, we got emails saying we got airline credits on both of our itineraries while I previously contacted them that we wanted refund.
On 6/27/2020, I called customer service. My first question was to check on refund status. The Agent told me to continue to wait because it would take from 8 to 10 weeks. My second question was why we got email saying airline credits are issued to us while I contacted them and I wanted the refund. Agent put me on hold again. She came back and said there was an error with previous request and she submitted another refund request and suggested it would take another 8 weeks for us to see our refunds. I asked her if she can do it in one weeks since this is their mistake? Her response was No. The process is 8 – 10 weeks. She also said that we should get an email from Expedia regarding this in 24-48 hours. It has been more than 48 hours, we still haven’t got any email confirming the refund status. It seems every time people call, they add another 8 weeks.
August 4, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (***) regarding a refund request.
Expedia has reviewed the customer’s concerns and we have found that the customer was emailed on July 9, 2020. The customer was advised that the refund comes directly from the airline, not Expedia. Because of this the airlines have a process which may take several weeks for a refund to show on the customer’s account. The airline may take up to 8 weeks from the date they submit the customers refund as this goes through *** (***.). Below we have attached The Terms and Conditions found on our website. These are provided upon booking on our site.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. We suggest that Mrs. check her account in the following weeks. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
I booked a family trip for late March early April, my flight was changed due to Covid-19 and travel to Mexico had been limited to "essential travel only" I attempted to contact Expedia MULTIPLE TIMES BEFORE MY TRIP to change the dates of my travel or just postpone in general until it was ok to travel again. As you can imagine it was impossible to get through to someone. I waited for long hours sometimes 4 hours at a time all to then just get disconnected. When I was finally able to get through to someone they stated in order to refund me for the resort they needed approval from them first according to Expedia they tried multiple times to contact them but have not heard back. One day after hearing this once again I decided to contact the resort myself. I was able to get a hold of someone with no problem and the young lady I spoke to asked me if Expedia had given me the option to change the dates of my trip as the resort was closed and they were extending this to all of their customers, I informed her I definitely had not been told that. She did let me know we needed to go through Expedia to even do that since I did book through them. When I went back to Expedia with this information they completely denied it and kept stating they cannot get in contact with the resort. I am at wits end and I don't know what else to do at this point. I talk to representatives through their chat and I get the run arounds or I get transferred. Never have I had such a horrible experience with them.
August 4, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On February 27, 2020, the customer self-booked a package reservation which included a hotel booking. Ms. was able to get in contact with Expedia after the date of the reservation due to a high volume of calls. When the customer reached Expedia, an agent attempted to reach the hotel. However, there was no answer at the hotel and no approval of a refund was able to be obtained. Ms. is requesting a refund for the amount paid for the hotel, a total of $997.67.
After reviewing Ms. case I myself contacted the hotel at the phone number provided to us and also at a phone number found online. The hotel did not answer and thus we were once again unable to obtain a refund authorization from the vendor.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to refund the customer without authorization provided by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
The hotel has not authorized a refund. If the customer has been able to reach the hotel we suggest Ms. contacts Expedia by phone so we may promptly attempt to reach them directly.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A Customer Correspondence Team
I bought a ticket to Rochester NY and had to get 2 one way flights on 2 different airlines. The cost was incredibly high but there were no other choices for that timeframe on Expedia so I booked it. Just prior to my flight date of June 30, 2020, Government Cuomo mandated all travelers coming to NY from AZ would be required to quarantine for 2 weeks. I could not do that length of time so I cancelled using Expedia's no change fee policy. My credit card company paid *** airlines and *** airlines directly and Expedia got a certain amount for being a travel agent. Now I am trying to book a flight to NY for October and Expedia is saying I have to book 2 one ways again (at a much cheaper cost this time) and the $700 difference in price will be lost. They said it is the airlines policy and not Expedia. I know this to not be true because my ex husband went through the airlines directly and was able to cancel and rebook another flight later and the difference in price ($600) will be on his account until 2021. Expedia is taking advantage of a pandemic and blaming airlines so they can keep over $700 for themselves. If this is not criminal it is in extreme poor taste.
August 5, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show Ms. self-booked a flight reservation on June 7, 2020. The flight was booked via itinerary number ***. We understand from the complaint that Ms. called Expedia and was told the airline will only provide flight credit. Ms. is now requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. Ms. was emailed this information on July 23, 2020. At that time Ms. replied and mentioned she had multiple complaints, disputes and had signed up for a legal class action lawsuit. At this time Ms. still has a flight credit for the ticket purchased. Once again we remind Ms. that Expedia nor the airline will provide a refund for the ticket purchased.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
I was told that Expedia gets to keep the difference in price for my future flight in October 2020 and that amounted to over $600.00. My issue was not that I did not accept the credit because I did. When I went to use my credit I was told that the difference in cost would be forfeited and that it was the airlines policy which is FALSE! My credit card paid *** Airlines and *** and NOT Expedia so this money should not to be held at Expedia. It should be dealt with by the airlines. That is why I put in a dispute with my credit card company. You should be ashamed of yourself for thinking this is your money. Check out the Facebook page EXPEDIA VICTIMS. There are thousands of your customers who are being kept from their money and being told that a refund is in the process and 8-12 weeks later still waiting for those refunds. You are a crook!
I had to cancel my trip to Mexico in May due to covid and a travel ban in IL. I cancelled due to the pandemic. Expedia refunded the hotel but we only got a credit for air. I thought I could book myself and am looking to fly out tomorrow. Yesterday I called and had to speak to 3 different people at Expedia to book. Each one taking the same info. The 2nd person confirmed the $149 price and my voucher was for about $500. He transferred me to someone who never confirmed the price but noted the remaining credit amount. I did not pull out a calculator to confirm. Once I got an email and checked the #s I told him it didn’t look right. He started to yell at me and say I should have verified when he told me the remaining credit (when you book you should give the cost!) and I told him I didn’t calc then but it’s wrong. He yelled and said he would have to do the whole thing over and instead of helping me after 60 mins of wait time, he just hung up on me. They confirmed a callback incase of hangouts but I got nothing. I had to call again and spend about 30-45 mins realizing he charged me $80-110 over any advertised price. I had the next last cancel as I was very upset. Then I tried calling *** to help but they said I had to go through Expedia only. I called again today and chose the callback option. I asked the rep to connect me to a supervisor because only they can book us. She took my callback number incase I got disconnected. When she finally got a supervisor and transferred, she instead hung up. I of course got no call back. I had to call again and now there’s a 1.5 hour wait. They are basically refusing to help, hanging up, not calling back, making sure he rebooking process a nightmare when covid has already been a nightmare. I am booking for tomorrow but how is this possible when I have to wait hours for a call after continuously being hung up on? Please help.
August 6, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on January 15, 2020, Ms. self-booked a flight reservation. The flight was booked via itinerary number ***. We understand from the complaint that Ms. called Expedia and was told the airline will only provide flight credit. Ms. is requesting a refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. At this time Ms. still has a flight credit for each of the tickets purchased. We remind Ms. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel Anderson
Customer Correspondence Team
Complaint: ***
I am rejecting this response because: I have had many issues since submitting this request. I have reached out to exec teams of both Expedia and *** Airlines Becuase Expedia was price gouging. I called them to book a ticket that showed up as ~$180 on *** and Expedia.com. When I booked with them on the phone they gouged the price to $290 and I explained it was listed cheaper on both sites. The agent told me *** Airlines made them use a specific system for pricing. When I emailed *** CEO he immediately had a team member call me and they denied they made Expedia use a system. Furthermore, they told me Expedia only paid *** Airlines $150 for the $500 flight I paid for so they already made a huge profit. When I tried to use my credit (that I can only do through Expedia) they are price gouging again and making me pay a lot more. This is illegal and unlawful. Expedia has done nothing to help. I want a refund because it it impossible to use my credit fairly. I ended up buying my own tickets on *** Airlines for $300 last month after many failed calls and attempts eith was Expedia. The same flights would have close me $600 going through Expedia.
Expedia is taking advantage of customers and they are certainly not sorry about it. I didn’t fly to Mexico due to covid and having a lockdown in IL. I didn’t “choose” to not fly. What a horrible company, they deserve lawsuits so ya customers can get the money they are cheating us out of back.
Sincerely
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is once again responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
On Mr.’s rebuttal he has accused Expedia of price gouging and providing incorrect information. We understand Mr. is upset but we are unable to provide information regarding accusations.
At this time Ms. still has a flight credit for each of the tickets purchased. We remind Ms. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A
Customer Correspondence Team
Complaint: ***
I am rejecting this response because: why are you unable to provide any information regarding the accusations? You are price gouging, rejecting to acknowledge or provide info on your misdoings. Why aren’t you owning up to the fact that you are price gouging the flights you rebook me on above the Expedia.com and *** listed sites? This is illegal. You don’t even have a good process for customers to use the credit. A customer has to speak to 3 different people taking over 1-2 hours. You guys are corporate thieves holding customers money hostage and severely price gouging.
Sincerely
I booked a trip at a hotel in Florida through Expedia. The hotel was closed due to covid at the time of my reservation. I have been looking for a voucher or refund since cancelling the reservation on March 19th. The hotel stated numerous times that Expedia has my refund, however Expedia states that it does not.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on October 8, 2019 via Expedia Website for arrival on March 26, 2020 and departure on March 29, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 1,136.28 USD. The refund processed on our side on July 13, 2020. In the event the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I booked a 7 day trip through Expedia but because of an emergency, I had to cut my trip 2 days short. I contacted Expedia and was promised that there would be an adjustment and refund made. On 29 June 2020, I was notified through email that No adjustment nor refund would be made. Very upsetting from a what I thought was a upstanding company!!!!!!!
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Our records show on June 9, 2020, Mr. or an authorized Expedia account user self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Jacksonville, FL departing on June 19, 2020 and returning on June 25, 2020. The package included a car rental, collision insurance with a hotel stay at *** by *** Jacksonville Airport for a check in on June 19, 2020, and a check out on June 25, 2020, for a total of $1,335.44. We understand Mr. is seeking compensation for reducing his trip by two days, based on a change of plans. On June 21, 2020, Mr. contacted Expedia to alter his return flight to depart two days earlier. At no additional cost Expedia issued a return ticket departing on, June 23, 2020, however, we advised Mr. that a part of choosing to voluntarily change a flight there could be a payment collected. But we discovered that the ticket price was the same, although the fare is non-refundable for changes he selected. Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subjected to the rules and restrictions of those providers. Expedia does not own or operate *** Airlines and we cannot provide a refund unless approved by that airline for changing Mr. flight and we must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr. Harris, prior to him agreeing to book the package reservation:*** Airlines Policy: Tickets are nonrefundable and charge a fee for changes to the itinerary. *** by *** Jacksonville Airport: Cancellations or changes made after 3:00 AM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.*** Car Rental: No refunds or credits for unused rental days.Collision Damage Plan: Becomes non-refundable at the beginning of the tripMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Between June 24, 2020 to June 28, 2020, Mr. contacted Expedia to request a refund for voluntarily changing his hotel and car rental dates. We then advocated on Mr. behalf by contacting both the *** by *** and *** Rental to request a refund based on their non-refundable restrictions. The *** by *** and *** Rental denied our refund requests citing their individual booking policies. Therefore, we were unable to obtain the exceptions needed to process the refunds for either accommodation. On August 5, 2020, Expedia issued a $100.00 hotel voucher to Mr. Expedia account. The voucher will expire on September 30, 2021. Kindly visit Expedia’s website to review the terms and conditions associated with the coupon. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. Due to the information provided above Expedia is unable to honor Mr. refund request.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
Unjustified charged from Expedia for a trip that was canceled during the pandemic of C19. I received an email stating I was refunded in April 2020 from a trip in March 2020 only for Expedia to unauthorized charge my credit card in June 2020. I have to go through the channels of disputing the charges. I have all my supporting documents; screen shots, emails, phone records. I shouldn't have to go through this therefore, I'm reporting it the Revdex.com, social media outlets etc Expedia is a straight scam. I was credit for flight and hotel so where is the other $1398. Fraudulent charges that is all and I will fight to the end.
Expedia is trying to violate the policy of *** by giving refund for flights with a redemption of 8 months instead adhering the *** policy of 1 to 2 year voucher.Im trying to get a full refund or a voucher that is redeemable for the allocated time *** has in there policy that Expedia policy has to abide by
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from *** .On
February 12, 2020 the customer purchased a package with six nights at the *** Hotel *** Resort, for check in on July 15, 2020, with roundtrip *** flights and vacation waiver via itinerary ***.The
canceled the package and received a refund of the hotel room. The flights were
nonrefundable. Under normal policies and circumstances, flight credits with *** can be reissued within one year of the original purchase date. This
information was provided and agreed to by the customer at the time of booking. In
this case the purchase date was February 12, 2020. Expedia has no control over vendor
terms and conditions, including validity dates.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Where am I going to travel within 1 year that doesnt have COVID 19 cases and thats safe to for and with pre teen children that don't risk there life. Also if they are infected with covid due to being forced to travel will the airline take full responsibility and liability for the health of myself and my family being that theres no temperature tests or medical clearance needed to board and depart from New York/Miami and other airports around the united states.Theres jobs being sued right now over having a lack of safety measures to protect employees and clients.
Sincerely
I am unable to get a refund after re-booking the same exact trip on Expedia's website. The wedding I was going to attend was rescheduled due to the Covid-19 shutdown and stay at home orders in the state of Florida. I was forced to cancel my complete trip online due to unable to reach a live agent via phone numerous times for extended hold times exceeding four hours at a time. The only option I had was to cancel my trip online the day prior to my scheduled trip. Now I can only get a travel waiver that is unacceptable to use. Neither the airline nor Expedia is taking into consideration that I paid the price in duplicate. Expedia has failed to provide good customer service to satisfy a long-abiding customer. They are not willing to make amends. After three hours on hold, I was told by a supervisor that I was to blame for cancelling the order. This is not acceptable customer service. Expedia has not reached a viable solution with me and fails to accept blame for not allowing customers the opportunity to change the itinerary versus cancelling which was the only and sole option online. This is poor customer service both online and via telephone. I have wasted hours and days of my personal time trying to get my refund.
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package *** by *** Iselin / Woodbridge for five
nights with check in April 1, 2020, roundtrip flights, a car and vacation
coverage.The package
was canceled. The hotel and car were cancelled. The flights were nonrefundable,
but the tickets may be reissued towards a new flight purchase with *** during the validity of the tickets.Hold times
might be longer than normal as many travelers are seeking assistance due to the
unprecedented situation with the global pandemic. Agents are available 24 ours
per day and hold times are lighter during off peak hours. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I booked a summer trip (6/22/20-6/29/20) for my family to Cancun in late January of this year. However, due to COVID19 pandemic, all of my flights were canceled. Expedia initially offered me flight credits for the trip. I explained to them the flights were canceled by *** and *** airlines, not me. Therefore, they should offer me a full refund since they changed the products/services that I purchased for. After several calls, they agreed to refund the departure portion of the trip with ***. At least, that's what they promised and I am waiting to see the credit card statement. However, they won't refund the portion with *** even though my flight was canceled. *** website even states that they suspended all international travel out of Mexico for now. I do not want flight credits with so many restrictions. I am exhausted to keep calling and waiting on the phones for customer service. Please help me to get the remaining refund.
August 4, 2020Revdex.com Alaska, Oregon & Western
Washington Complaint Department Re: Expedia Case #*** Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the
consumer complaint from Mr. *** (Revdex.com case number ***) regarding his
flight reservation and refund request for the return portion of his trip with
*** Airlines. We understand the customer is requesting a refund with *** Airlines in the amount of $873.48.Our records indicate the on
February 1, 2020, the customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary ***.
The booking included combined one way fares with *** Airlines from Los
Angeles, CA, to Cancun Quintana Roo, Mexico departing on June 22, 2020, and
returning on June 29, 2020 on *** Airlines.Upon review, on March 13, 2020,
the customer, or an authorized user of the account, sent over a request to cancel the flights via our website. On April 28,
2020, we sent the customer an email advising Mr. *** to contact *** Airlines directly as we were not authorized to cancel the flights. After
further review, on June 28, 2020 two different emails were sent to Mr.
*** advising him of the *** Airlines refund and *** Airlines travel
credit policy information.Today,
August 4, 2020, I have sent an email to *** Airlines requesting a refund
in the amount of $873.48 for all three passengers. We are submitting a refund
request and will wait for *** Airlines to reply to our request. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. We hope you understand we must follow the
terms and conditions as dictated by the vendors. Additionally, at the time of
booking Mr. *** accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for
the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Affiliates have no liability and will make no refund
in the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Karla *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We actually contacted *** previously and were told to contact Expedia because it was booked through Expedia. The flights were cancelled and according to Department of Transporstation website, we're entitled to a full refund. I am awaiting to see Expedia will refund us the full amount. Thank you.
Sincerely
August 5, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response offered. We have reviewed the documentation Mr. *** provided to further address her concerns. Today, August 5, 2020, I called Mr. *** and I have explained to him that an email was sent to *** Airlines to request his refund. This is the only option available to request his refund.
I have advised Mr. *** that I will follow up with him once I receive a response from *** Airlines. Mr. *** has agreed to this follow-up. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Karla *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a trip to Miami from March 31st to April 2nd through expedia. The trip and hotel was canceled due to COVID19. I received 2 emails from expedia stating I’ll be getting a full refund with in 30 days. I received the first one on March 23rd and the second one on March 30th. It’s been 3 months. I have not received a refund. I have spoken with Expedia on numerous occasions. I have been told that I would be getting this situated and that I should be getting a refund. My complaint to Expedia has been passed around to several other teams within the company. I have yet to have a solution.I would really like a full refund that I was told I would have.
August 5, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $787.20.Our records indicate the on February 16, 2020, the customer, or an authorized user of the Expedia account, self-booked a package including a round trip and hotel on Expedia's website, under itinerary *** from New York, NY, United States to Miami, FL, United States departing March 31, 2020 returning April 02, 2020 on *** Airlines for three passengers staying at *** Hotel for 2 nights.Upon review, on May 05, 2020, the customer called in to check on refund, she stated that received an email advising that she would receive a refund based on the *** Hotel being closed due to COVID-19. Upon further review, between May 05, 2020 and July 09, 2020, we have attempted to get approval from the *** Hotel to refund the customer and there has not been any replies from the hotel. Today, August 5, 2020, I reviewed the case details and information provided by the customer. I have confirmed with *** from *** Airlines and he advised that the tickets have been refunded as of April 01, 2020. I confirmed this information because the amount that was indicated by the customer of $787.20 was for the flight portion of the trip. I have been in contact with *** and I have processed a refund for the hotel portion in the amount of $580.39. This issue has been resolved.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla H Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked travel thru Expedia.com and had to cancel my flights due our cruise being cancelled. I booked flights to travel in August 2020. The airlines had already changed their policies stating the flights could be cancelled with penalties. I was told by the representative that I my $50 travel insurance was non refundable which I dont understand why I'm not traveling and you havent provided a service.I looked on all the documents I received upon booking and none indicate this policy if non refundable travel insurance if you cancel travel.
August 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her travel insurance. We understand the customer is requesting a refund for Travel Protection Flight Protection Plan .
Our records indicate the March 6, 2020 - The customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included A Combined One Way Fare with Delta from New York, NY, to San Juan, Puerto Rico, departing on August 28, 2020, A Combined One Way Fare with *** Airways from San Juan, Puerto Rico, to New York, NY, departing on September 6, 2020 and Travel Protection Flight Protection Plan.
Upon review, on June 23, 2020 Ms. cancelled the outbound flight via the website. On June 27, 2020 Ms. called Expedia to cancel the return flight with future travel credit.
Upon further review, on June 27, 2020 Ms. cancelled the travel insurance via the website.
At the time of cancellation Ms. was advised “You will not receive a refund if you cancel now. Refunds are only issued if you cancel within 15 days of booking.” Ms. agreed to cancellation of travel insurance.
Please be advised there are no recorded attempts from Ms. to contact about travel insurance cancellation, and based on the Travel Protection Flight Protection Plan, we are unable to honor the customer’s request for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica WCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
In February this year I purchased a round-trip plane ticket ($420.60) through Expedia to travel from Vienna, Austria to Bergen, Norway in June 2020 (ticket # ***). The airline (*** Airlines) cancelled this flight. In fact, I received an email from Expedia to this effect on May 30th which is more than 3 weeks before the flight was supposed to take place (June 23rd). The email informed me that I should expect to receive either refund or credit. I contacted Expedia on June 19th and received a call back from an agent. When the agent mentioned that I might receive a credit to be used till the end of this year, I explained to him that I am in a high-risk group and I certainly won't be able to travel abroad this year. Moreover, I may not be able to travel next year because the cancelled flight was supposed to be part of a longer trip which I won't be able to do until the COVID-19 situation is completely resolved. Therefore, I requested a refund. The conversation was conducted in a civilized manner and I thought that the agent was trying to be helpful. He promised to send me an email the same day confirming our conversation, however it has been ten days since then and I haven't received any communications from Expedia.
August 5, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $420.60 from *** Airlines.Our records indicate the on February 12, 2020, the customer, or an authorized user of the Expedia account, self-booked a round trip fare on Expedia's website, under itinerary *** from Vienna, Austria to Bergen, Norway departing June 23, 2020 returning June 30, 2020 on *** Airlines for one passengerUpon review, on May 28, 2020, there was an airline schedule change initiated by *** Airlines, which caused the customers flights to be cancelled. Upon further review, on June 07, 2020, we reached out to *** Airlines via email and asked for assistance with alternate flight options as we were not able to find any available flights for the customer. *** Airlines replied to our email on June 08, 2020 with different options or the option to request a refund. August 5, 2020, I reviewed the case details and information provided by the customer. Please be advised that based on the email reply that we received from *** Airlines on June 08, 2020 I have submitted a refund request in the amount of $420.60. This refund may take longer than the normal timeframe of 6-8 weeks due to COVID-19 pandemic. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ellen Newton accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla H Corporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because:
The Expedia representative states that she submitted a refund application on June 8th. I have reasons to believe that it is not a truthful statement. First of all, when I spoke to Expedia agent on June 19th, there was no mention of a refund application submitted and instead he was trying to talk me into accepting an airline credit when/if such becomes available. Secondly, a friend of mine who booked the same flight directly from the airline already received a refund. Finally, two days ago after receiving the response from Expedia through Revdex.com, I got a separate email from Expedia informing me that they processed a refund application on that day and I have to wait for 6-8 weeks until I actually receive my money back. My impression is that the application for a refund was submitted only as a result of my complaint to Revdex.com.
I am willing to update my response when I see that my credit card was indeed credited with the refund amount. However, I have to say that the Expedia customer service was extremely disappointing even if I cut them some slack for the pandemic-related difficulties.
Sincerely
I did not authorize a trip booking/credit card charge and was hung up by a customer service agent after asking to speak to a supervisor.
August 11, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ) regarding a charge for a flight exchange. We understand the customer is requesting a refund in the amount of $154.20.
Our records indicate that on December 15, 2019, the customer, or an authorized user of the Expedia account, self-booked a trip using combined one way fares for two travelers on Expedia's website, under itinerary 7503602094926. The booking included a flight with *** Airlines for April 12, 2020 from ILM Wilmington, NC, *** States to BUF New York, NY, *** States and returning on *** Airlines on April 15, 2020 from BUF New York, NY, *** States to ILM Wilmington, NC, *** States.
Upon review, on March 31, 2020, the customer, used the online request to cancel the booking to receive travel credit for each airline due to COVID-19 pandemic. Mrs. *** received travel credits for *** Airlines in the amount of $138.99 per traveler and for *** Airlines $100.50 per traveler.
Upon further review, on June 18, 2020, Mrs. *** contacted Expedia to request new flights using the airline credit. We have reviewed the information and the exchange was noted that the customer was advised of the additional fee of $77.10 per traveler. The *** Airlines travel credit were used for this exchange per Mrs. ***’s request.
On July 30, 2020 the reservation was noted that Mrs. *** filed a dispute with her credit card company. The ticket has been changed to NOGO by *** Airlines. Please be advised that we are not able to process any refunds. Please be advised that based on the dispute that the customer submitted with her credit card company we cannot process any refunds. Also, based on the call recording review this would not be considered an error as the customer was aware of the $77.10 per passenger fee for the requested flights.
We understand that Mrs. ***’s issue has been resolved. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia is not providing the full story with this refund request. My original flight booked with Expedia for July 2nd and returning July 7th was canceled with no notice to me. I called on June 18th to find an alternative flight. I spoke to a Expedia agent that was in process of booking *** Airlines flights with my credit card information however after leaving me on hold for over 30 min I told the agent not to book the flight and transfer me to a supervisor. The Expedia agent hung up the phone on me and I was unaware that a flight had been booked. I never received an email or itinerary on my Expedia account with any flight information. I called Expedia later again on June 18th to again find a flight to complete my July 2nd to July 7th flight. The second agent advised me to call *** Airlines directly to book an alternate flight which I did and booked a flight directly with *** Airlines. Shortly after the state of New York did not allow visitors to come into the state from North Carolina so I had to cancel my flight due to COVID-19 restrictions. I canceled the flight that I booked myself. I noticed a charge on my *** Express account for 2 charges of $77.10 that I did not authorize from Expedia and *** Airlines. I called Expedia to get that flight canceled that I did not book so at least the refund process could be started. I called *** Express and they have informed me they took back one of the charges of $77.10 from *** Airlines and *** Airlines informed me that ticket refund is closed. Expedia did not address where my credits of 201.00 for *** Airlines are.
Sincerely
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not accept our response offered. We have reviewed the documentation Mrs. *** provided to further address her concerns.We kindly ask Mrs. *** to contact her financial institution for further assistance as we have been advised by documentation by *** Airlines that there has been a dispute filed by Mrs. ***. This is what was noted in her reservation on July 30, 2020: DO NOT REMOVE NOGO STATUS IN ORDER TO FLY PSGR MUST PURCHASE NEW TKT WITH A DIFFERENT FORM OF PAYMENT AND MATCHING PHOTO ID AT AIRPORT IF ANY ISSUES CCH MUST REACH OUT TO BANK FOR RESOLUTION. TRAVEL NOT ALLOWED ON THIS TICKET AS IT IS NO LONGER VALID.
Please be advised that Expedia will not and cannot provide any refunds. This is based on the documentation *** Airlines provided as mentioned above. There is no airline credit due to the dispute that was filed by Mrs. ***. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I did not authorize Expedia to book these two flights with *** Airlines. I spoke to the Expedia agent which I did give my credit card information to and told the agent I did not want to proceed with booking and to transfer me to a supervisor. The Expedia agent hung up the phone on me and booked these flights used my credits of $201 without my authorization. I never received an email or information in My Trips in my Expedia that these flights existed. Expedia has made the case that since they had my credit card then they had authorization which is not true. All I saw were charges to my *** Express credit card which I filed disputes with because I did not authorize Expedia to book these flights. After learning about these flights I canceled them since I never requested them to begin with as well as begin the refund process and restore my airline credits. The Revdex.com should be given access to my full phone call which is over a hour long to review as a third party.
Sincerely
Don’t recommend Never get your money back I don’t thrust them any more
I had a flight/hotel bundle booked in March. They will not refund or credit me because of a no refund policy. Considering this package deal was booked before the coronavirus pandemic, this policy should have been waived. They are thieves and I will never book anything with them again.
Book a hotel and flight through Expedia for the *** hotel in Las Vegas for March 18 thru the 20th. Was able to get refund thru the airline on my own. Contacted *** hotel for refund and was told to contact Expedia. Tried to contact Expedia numerous times waiting unimaginably time on the line. No response from Expedia. On June 27th 2020 received a e-mail from Expedia stating that I would not receive a refund due to the time frame of Covid-19. The hotel was shut down due to Covid-19 not are fault and are requesting that Expedia return my full payment. This is theft. This company should not be allowed to do this to consumers.
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand the customer is requesting a refund for is hotel stay at *** Hotel and Casino.
Our records indicate the on February 14, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A Round Trip with *** Airlines from Chicago, IL, to Las Vegas, NV, departing on March 18, 2020 and returning March 20, 2020 and a non-refundable Room, Pyramid Room, at *** Hotel and Casino, for March 18-March 20, 2020.Upon review, on March 16, 2020 - The customer self-cancelled the flight portion of the booking for a full refund.
On May 14, 2020, Mr. contacted Expedia via phone and requested a refund for *** Hotel and Casino . Mr. states called the hotel and was advised to call us. Please be advised there are no recorded attempts from Mr. to contact us prior to May 14, 2020, and based on the hotel policy and customer did not qualify for a refund or a credit with hotel.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I called the hotel and expedia, look under my name as I paid for and booked all with my credit card. You will find the records of phone calls by me to both. You can not tell me that the hotel closing 2-3 days PRIOR is not reason for a full refund. Where was I to stay? In the street? The whole town shut down...period! It is beyond comprehension that the ***/Expedia does not want to refund my money when the town of Las Vegas closed. This is not at all acceptable or good business. I feel as if you have stolen from me, paying for services I never received! I await your response.
Sincerely
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
I purchased a flight and trip insurance from Expedia.com in January for early July (#***). Due to COVID-19, The flight was cancelled and refunded by the airline. All hotel fees were refunded by the respective establishments. The trip effectively no longer exists. Expedia continues to charge me $268 for trip insurance. There is no trip to insure, all other fees were refunded by the involved companies, including the flight (as required for canceled flights). I have not received, and cannot possibly receive, any insurance service from Expedia for my $268.
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight insurance . We understand the customer is requesting a refund for the Travel Protection Flight Protection Plan.
Our records indicate the on January 31, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia's website, under itinerary ***. A Round Trip Fare with *** Airlines from Newark, NJ , Barcelona, Spain, departing on July 6, 2020 and returning July 14, 2020 and Travel Protection Flight Protection Plan.
Upon review, on April 25, 2020 the airline cancelled flight due to airline schedule change. On May 14, 2020 Mr. called Expedia and requested a refund due to the cancelled flight. Mr. was advised of full refund per airline COVID 19 policy.
Upon further review, on June 26, 2020 Mr. called in requesting a refund for flight insurance. Mr. was advised per policy refund is only applicable within 15 days of purchase. Mr. was not happy with resolution requested to speak with supervisor. Mr. spoke with supervisor and was also advised no refund.
Please be advised based on the policy of the travel insurance, we are unable to honor the customer’s request for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Complaint: ***I am rejecting this response because:Expedia continues to treat this as a return, quoting their 15 day policy. This is wrong. I reserved and paid for my trip in advance but these transactions were never completed because covid forced all parties to abandon the transaction. Vendor agreements do not absolve Expedia of the need to return people's money if the services Expedia charged for are not provided. Nor does my clicking agree to a return policy mean they can charge me insurance on a trip that was not purchased.Sincerely
I still have yet to receive a response from Expedia. I am including a timeline of events that has occurred. I have booked 4 trips through Expedia in the last few months and can promise this was my last. I am appalled at the lack of communication and customer service I have received from Expedia.
On June 4, 2020, I received an email from *** Airlines stating my booking was cancelled due to COVID. I was skeptical of the email, because it appears to come from a personal email address, rather than the Airline, and has several spacing issues, as well as grammatical errors. I had also not heard anything from Expedia, which is typical of their services. Expedia has always notified me via text and email of any updates or cancellations to my trips.
I reached out to Expedia via their virtual chat function, asking if my flight was cancelled because I had not received any communication from Expedia to indicate that it was cancelled. The agent acknowledged that it was in fact cancelled, but that in regards to rebooking, he would need to assign this to the offline team and they'll follow up within 48 hours.
On June 5th at 3:15pm, I received an email from the Customer Service Tier 2 team stating they were still working with the airline to confirm details, but would keep me posted when they receive details. I responded to the email stating that I was interested in rebooking, not cancelling. In response to that email, I received a response that was again stating there was a delay due to unprecedented call volumes and bulk emails, and said they would be in touch soon.
After waiting 10 days to receive a response - and STILL not being notified by Expedia that my flight has been cancelled or changed, I reached back out via the chat feature. At this point, I was extremely frustrated by the lack of communication. I understand delays might occur because of the unprecedented times we are in, but it is absolutely ridiculous that I still have yet to hear from Expedia that my flight is cancelled. I asked for a refund due to the lack of communication and customer support I had received up to this point, and cited Expedia's policy on notifying customers of flight cancellations/delays. After going back and forth with the agent who was insistent that I could only receive a credit from the airline (NOT Expedia - which doesn't make any sense because I paid Expedia, NOT the airline), I requested to be called by a Supervisor. The agent warned me that it could take a few hours. I waited all day and never received a call.
I waited a few days to see if I would receive a call, but never heard from anyone. On June 18th, I called Expeida. After a two hour hold time, I spoke to an agent at 5:!5pm. I immediately asked to speak to a supervisor, and the agent confirmed a call back number in case we got disconnected. After waiting on hold again, and then speaking to a supervisor for an hour - who was rude and basically told me he wasn't going to refund me and then put me on hold for over 20 minutes - the call was disconnected. I never received a call back, even though they confirmed a call back number when I first got on the line AND my phone number is on my Expedia account.
Like I stated previously, I am appalled at the lack of Customer Service received by Expedia and expect a full refund for all legs of this trip booked through Expedia. This trip alone has cost over $3,500 and I will accept nothing other than a full and complete refund immediately.
August 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airlines S.A.
Our records indicate the on April 25, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A Combined One Way Fare with *** Airlines S.A. from Boston, MA, to Angra do Heroismo, Portugal, departing on September 5, 2020. Also a Combined One Way Fare with *** Airlines S.A. from Angra do Heroismo, Portugal, to Boston, MA, departing on September 12, 2020.
Also on April 25, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia's website, under itinerary ***. A round trip fare with *** airlines from Charleston, SC, to Boston, MA, departing on September 4, 2020 and returning on September 13, 2020.
Also on May 24, 2020 the customer, or an authorized user of the Expedia account, self-booked a package for one passengers on Expedia's website, under itinerary ***. A round trip fare with *** Airlines from Greensboro, NC, to Boston, MA, departing on September 4, 2020 and returning on September 13, 2020.
Upon review, on June 5, 2020 Ms. contact Expedia via chat and wanted to check flight status as customer wanted to know the options to change or cancel flight. The agent advised customer that outbound flight had an airline schedule change and since flight was outside of policy would send an email to airline. On June 11, 2020 we received 3 emails from airline with flight options as well as credit voucher information.
Upon further review, on June 15, 2020 Ms. contacted Expedia via chat wanting a refund for flight, agent checked and confirmed the airline was only providing credit. Ms. was not happy with resolution and requested to speak with a supervisor. Chat was lost due to internet connectivity. On June 18, 2020 Ms. contacted Expedia and requested a supervisor to follow up. Ms. requested to cancel flight with full refund. On June 27, 2020 Ms. sent in an email advising no follow up received.
On July 5, 2020- There was an Airline schedule change on itinerary ***. On July 6, 2020- There was another Airline schedule change on itinerary ***. Also on August 2, 2020- There was another Airline schedule change on itinerary ***. On August 3, 2020 flights were cancelled on itinerary ***.
On July 26, 2020 an email was sent to Ms. to advise that *** AIRLINES has made a schedule change to your upcoming trip, and your original flight option is no longer available. Ms. was provided with two options: Cancel with airline credit or look for alternate flights. On July 26, 2020 Ms. replied to email requesting cancel all flights. Also need to cancel flight to Boston.
On August 2, 2020- Ms. *** flights itinerary *** were cancelled are tickets are in refund status. Refund is issued back to the original form of payment and can take up to 8 weeks.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund with *** Airlines S.A..
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Monica WCorporate Correspondence Team